Customer Service Representative

Eric Griggs

***** ****** ***. ******, **, *****

Home: 708-***-**** Cell: 219-***-**** Email: *.******@*********.***

SUMMARY

Customer service manager with 20+ years of customer service and collections experience managing staffs of 10+ employees. Worked at a major communications company and financial institution. Highly skilled in making decisions, managing people, and motivating teams. Known for keeping morale of the department high at all times and consistently being a top performer.

PROFESSIONAL EXPERIENCE

Seaway Bank and Trust 2003-2016

Mortgage Loan Collector

Managed and collected on commercial and residential mortgages as well as installment loans for a major financial institution.

AT&T Broadband 1995-2003

Dispatch Supervisor (2002-2003)

Managed a staff of 10 dispatchers responsible for providing quality customer service to technicians and customers via the telephone and two way radios.

Raised and kept morale of the department high at all times even during low production and mergers.

Implemented new departmental schedule that seamlessly kept all shifts covered from 7am – 8pm daily.

Developed program called Escalation Resolution (ER) to track and solve escalated calls for the greater Chicago market, which was implemented as a best practice in Chicago.

Collections Supervisor (1999 – 2002)

Customer Service/Collections Representative (1995 – 1999)

Supervised handling thousands of delinquent cable customer accounts and dispatched technicians to service customers. Provided customer support for cable customers, then moved to collections division handling customers past due balances.

Consistently ranked a top collector in the Chicago Market four consecutive quarters out of 15 peers.

Set up efforts with agencies Equifax and TRW so customers could make direct credit card payments on account.

Developed an 800 contact line so customer service representatives could verify that customer made a payment on account, which minimized call backs and improved customer service.

AMERITECH 1994 - 1995

Customer Service Representative

Handled consumer telephone customers accounts and billing services.

HBO DIRECT 1992 - 1994

Collections Representative

Collected delinquent balances from customers nationwide and offered products and services.

EDUCATION

B.A. Communications, Texas Southern University, Houston, TX

MILITARY

Served in the US Air Force 4 years

PROFESSIONAL DEVELOPMENT

American Banking Association 2003-2016

Illinois Banking Association 2003-2016

Leading the Broadband Way, December 2002

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